V2 Rubric Detail — 6d15a326-770d-11f1-b…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-03 18:31
Duration
15m 32s
Contact
Loretta Breman
Issue Type
Password/Login
V2 Outcome
Unresolved
V2 Band
Needs Improvement

Agent & Case Context

Agent
Eppie Lou Lagumbay
HappyFox Case
#LTS00135830
Support Country
United States
Product Family
ROUTERS
CSAT
—
Sentiment Trajectory
—
Ticket subject: Some devices are not working
⚠ Transcript quality flagged: the ASR/quality-validation pipeline detected and excluded unreliable transcript segments from grading (1 hallucinated segment). Excluded from aggregate KPIs — treat remaining scores and transcript with caution.

V1 Rubric Scores

Resolution2.00/5
Accuracy2.00/5
Communication2.00/5
Protocol2.00/5
Efficiency2.00/5
Overall2.8/5

V2 Rubric Scores

Resolution2.19/5
Technical3.44/5
Communication2.50/5
Ownership2.50/5
EscalationN/A
Customer Exp1.79/5
Overall50.5% (-5.5)

V2 Grader Summary

The agent correctly identified the device as out-of-warranty and offered appropriate OOW support paths (R3 Met, T3 Met), including technically accurate information about login URLs and passwords. However, no hands-on troubleshooting was conducted, and the customer was directed to self-service without guided steps, resulting in no resolution (R1 Not Met). While some effort was made to engage (Partially Met ratings across categories), the lack of active problem-solving and increased customer effort (X3 Not Met) led to an unresolved outcome.

V1 Case Analysis

Ring camera fails with 'wrong password' despite correct credentials; customer locked out of router admin. Agent provided incorrect URL (support.Lynx.com), assumed default 'admin' password without model confirmation, and suggested factory reset without first offering recovery-key reset. Directed to support.linksys.com for self-help. Issue unresolved.

Troubleshooting Steps
  • Collected serial number and customer contact details
  • Checked warranty status (out of warranty)
  • Provided router local access URLs (myrouter.local, 192.168.1.1)
  • Informed about default router admin password (admin)
  • Suggested factory reset as a last-resort solution
  • Directed customer to support.linksys.com for self-help articles
Key Observations
  • Agent provided an incorrect support URL (support.Lynx.com) at [06:00], which is a serious accuracy error.
  • Agent assumed default admin password 'admin' without confirming router model, which is incorrect for SPNM/LN series models (default is Wi-Fi password on label) — [10:00], [11:00].
  • Agent failed to mention the non-destructive recovery-key password reset procedure, which is the correct first step for forgotten admin password on out-of-warranty devices — [11:00], [14:00].
  • Agent prematurely suggested factory reset without exhausting basic troubleshooting steps like recovery-key reset or checking Wi-Fi band compatibility — [14:00].
  • Agent incorrectly stated that Linksys Smart Wi-Fi remote access has been discontinued — [08:00], which is false for supported models.
Positive Highlights
  • Collected serial number and contact information accurately.
  • Provided correct local router access URLs (myrouter.local, 192.168.1.1).
  • Acknowledged the customer's frustration and repeated key information clearly.
Agent Errors / Gaps
  • Provided wrong website address (support.Lynx.com) instead of support.linksys.com.
  • Assumed default admin password 'admin' without confirming router model; this is incorrect for SPNM/LN series models where the default is the Wi-Fi password on the label.
  • Failed to mention the recovery-key password reset procedure, which is the correct non-destructive method to regain access to the router admin interface.
  • Suggested factory reset as the only solution without first offering the recovery-key reset option.
  • Incorrectly stated that Linksys Smart Wi-Fi remote access has been discontinued, which is not accurate for all models.

V2 Indicator Ratings

Resolution
R1 Not Met Issue actually resolved conf 98%
Agent concluded with factory reset as the only option but never confirmed the Ring camera worked or any progress toward reconnecting affected devices.
R2 Partially Met Diagnostic thoroughness conf 92%
Agent identified symptom and suggested checking security settings and band compatibility, but did not guide customer through diagnostic steps like power cycling, verifying SSID, or checking MAC filtering.
R3 Met Correct resolution path conf 96%
Agent correctly determined the unit is out-of-warranty and offered the correct OOW path – self-service articles or a paid Connect session – without dismissal.
Technical Accuracy
T1 Partially Met Technically accurate info conf 93%
Agent recognized the symptom (wrong password error) and considered possible causes (security level, 5GHz compatibility), but did not ask targeted questions to isolate root cause (e.g., whether device supports WPA3, is on correct band).
T2 Partially Met Appropriate tools / resources used conf 91%
Agent directed customer to use 192.168.1.1 and myrouter.local to access router settings — correct tools — but did not assist in using them or interpreting results due to OOW constraints.
T3 Met No misinformation conf 97%
Agent accurately stated default router password is 'admin', explained difference between Wi-Fi and admin passwords, and correctly noted that Smart Wi-Fi remote access is discontinued.
Communication
C1 Partially Met Clear & professional language conf 89%
Agent maintained basic control by asking for serial number and offering options, but failed to frame the interaction clearly, had long silences, and did not manage transitions smoothly.
C2 Partially Met Confirmed understanding conf 90%
Agent used simple terms and avoided deep jargon, but did not confirm understanding or adapt messaging to customer’s confusion about password types.
Customer Ownership
O1 Partially Met Ownership & empathy conf 91%
Agent did not abandon the case but offered self-service and paid options rather than taking direct ownership; stopped short of walking through resolution steps due to OOW status.
O2 Partially Met Proactive follow-through conf 88%
Agent provided two clear paths (website or paid support) but gave no timeline or specific next action, leaving customer uncertain about how to proceed.
O3 Not Applicable Closure confirmation conf 100%
No prior contact history is evident; this appears to be the first interaction for this issue.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation occurred, and the issue did not clearly require escalation beyond L1 given OOW status and available self-help paths.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation was performed, so execution cannot be assessed.
Customer Experience
X1 Partially Met Customer effort minimised conf 92%
Agent remained polite but did not express empathy, acknowledge frustration, or validate customer effort; tone was transactional but not discourteous.
X2 Partially Met Tone & rapport conf 90%
Agent responded to customer input but did not adjust pace or style despite customer’s disorientation; maintained steady delivery without checking engagement.
X3 Not Met Overall experience conf 94%
Agent immediately defaulted to factory reset without attempting lower-effort fixes (e.g., forget network, restart device), increasing customer burden unnecessarily.
Call Transcript30 turns · 31 lines
Speaker 1
[ silence ] Hi, Loretta Brennan calling. I'm having an issue with my connection in my house. I I don't know. I's kind of been I changed my password and now I'm kind of locked out. I'm not exactly sure. I don't even realize I'm trying to hook up my ring system. I can't [ silence ]
00:00
Speaker 2
Welcome to Lynxsys Support. To ensure quality service, your call may be monitored. For in warranty products, our support team is available to help with performance and hardware issues. Register your product by visiting register.lynxsys.com. Please have your device serial number ready. For assistance, press one now. For out of warranty products please have your device's serial number and contact information ready. If unavailable, kindly call back later. For out of warranty product, paid support option may be available depending on the issue. [silence] Thank you for calling Linkstore. This is Epi, how can I help you?
00:00
Speaker 1
camera. So I I don't I don't even know. I don't even know what I'm saying. Some of yeah, I I okay, so my I have a link, I don't even um, Anthony, what am I saying to them? I don't even know. So basically what it is, it's like the link this um, is is on, but when some of these devices are connected to it, it's stating that it's the wrong password even though the other devices are like all connected, like to it with that what the correct what the password. So like the ring the ring camera now won't connect and then when you go into the app to connect it. It keeps saying wrong password, but it's the right password that we have we've had for years.
01:00
Speaker 2
Yes, ma'am. So, right now all of your devices are not working. They're not connecting. [silence] Okay. So, your Ring camera is not connecting. Okay. But other devices right now are working. They're all connected.
01:00
Speaker 1
The issue is like the same issue. The ones that aren't working, they keep saying it's the wrong password. But it's the right password, but it's the correct password. It's been the password's never been changed and never been anything for forever. [silence] Hear the Yes. So the model number, um, the serial number is going to be 35 EL and Larry 10 AM and Mike 27.
02:00
Speaker 2
Is that right? Okay. Well, if, Okay. Well if that's, that's the case, sir, the password is not working. There's really a need for us to verify the Wi-Fi password. Okay? Because, you know, the password is case-sensitive, and if it's not accepting it, it could be not, it could be the incorrect password. But we need to verify that only by accessing the router settings, okay? So can I have the model number and the serial number of your Linksys device? Just try to look underneath it.
02:00
Speaker 1
[KEEP_UNCERTAIN] 00, 876. Yeah, that's the that's the the U. What what numbers that the serial number? Thank you. Yeah, so the is Loretta Brimamen. L O R E T T. A. The last name's Brimamen. B R E M A N. It's a 38. 38 Lan, Maple Crest, New York. 12454. 38 point. Oh, L read. Yeah, so the is that thing the good thing Loretta Bremmen? CORRECT: Oh Loretta Bremmen
03:00
Speaker 2
Okay, so 35 L-10 M, two seven C-00876, correct? Yes, that's the serial number. Yes, so let me just uh check this one sure. And let me just create a record. Can I have your name? And what about the email address, Sir? Uh, it's the email address? Uh, email. Email. [silence]
03:00
Speaker 1
L. B. Reeman, 12 22@ gmail.com. Correct. mid Hudson cable. Correct.
04:00
Speaker 2
Okay. Okay. So, that is again, L for... Lima B-R-E-M-A-N one two two two at Gmail, dot com, right? All right. Okay. So, yes, as I've mentioned earlier, we need to access your router settings to verify the Wi-Fi password. So, there's also maybe a need for us to adjust some settings there because you mentioned some of the wireless devices are not connecting. So, ma'am, upon checking here in our record, how long have you been using this?
04:00
Speaker 1
Two years, so 2024, two years. Correct. That's what I have written down anyway. I, you know, uh, yeah, 2024. I don't want to say No, I don't. Okay. It's from, it's from 2023. [silence]
05:00
Speaker 2
two years. Do you happen to know the exact date of purchase? Okay. Okay. That's fine, ma'am. Yeah, because upon checking here in our record, based on the serial number you've given me, ma'am, the device showed up out of warranty, okay? And it means that it's no longer covered for free technical support.
05:00
Speaker 1
I just found the receipt. Okay. Go ahead. I've been have to wait. All right, first of all, okay, excuse me, excuse me. I changed the password, and now I'm locked out for two hours.
06:00
Speaker 2
Yes, ma'am. Two, 2023. And, yeah, so that just means it's no longer covered for free technical support. However, we can give you two options. For this, Ms. Laurata, we, uh, we do have a website which, um, which is support.Lynx.com. You will find their articles on how to access your Lynxis router. Okay? You can also take advantage of our AI tool at the bottom right. You just need to ask AI how to open the router settings or the router set up page, right? That's the first option. Our second option is the paid Connect service which will cost you $15. It's just a one-time fee of $15 and it will last for 60 minutes of troubleshooting or an hour. So, and this service, by the way, is not refundable. Yes, ma'am. Okay, well, right now you do have a computer that is connected, right, that is online. We can use that temporarily to access the router, okay, since that device is already connected to your wireless network. So we need, do you have a computer right now that can go online wirelessly using the router? Because you mentioned some of your devices are already working, right? They're connected. Yeah, so, since you have a computer that has internet access, ma'am, we can temporarily use that computer to access to router settings, okay? And yeah, again, you may try our website [silence]
06:00
Speaker 1
so what does that do for me to help you? so so we she went to go change her account her account password but the account password now you know it said it wasn't work it wasn't working so now she's locked out of her account the sign into the lynxes and her lynxes account online she needs to get that I need to get unlocked is all my I'm asking for the link yes the links the links account that would get us into your your your page
08:00
Speaker 2
which is support. Linksys.com, you will find their articles on how to access the router. Okay, unlock the Linksys, are you referring to the Linksys Smart Wi-Fi account, sir? Okay. Yes. Yeah, just also to inform you, sir, okay, regarding the Linksys Smart WiFi account, that has been dismantled
08:00
Speaker 1
So, all right, let me let me ask you a question. So if if we wanted to go into a Linksys account, like our Linksys account, and change the Wi-Fi passwords, how do you do that? Okay. Now... What was it? It was what was it 19?
09:00
Speaker 2
We can no longer do that, sir, because, again, the Linksys Smart, the Remote Access website has been discontinued. So, however, the router and internet connection will still continue to work normally. You can manage the router by accessing the MyRouter.local, or the router IP address. If you're trying to change the Wi-Fi password, sir, you can access the router by going to 192.168.1.1, which is the router IP address or MyRouter.local. That's how you access it.
09:00
Speaker 1
22 and one.
10:00
Speaker 2
192 168 1 1 yes that should connect you to the router settings yes the router password by default that is admin a d m i n all lowercase but if you happen to change the router password when you set that up before you need to use that password yes [silence]
10:00
Speaker 1
hasn't stated and G. no no yeah it won't even let even when I type in the password we changed it to it doesn't work oh oh that's why okay. I see what you're saying okay. So the so I need the why the router I mean the because when I look at the bottom of the Oh
11:00
Speaker 2
That's the router password, sir, not the Wi-Fi password. That's a different password. By default, the router password is A-B-M-I-N. That's the default password, yes. So, if you happen to change that when you set up the router for the first time, then you need to use that password that you changed to. You may try admin right now, A-D-M-I-N, but if that doesn't work, then you really need to reset your router to factory defaults. You need to reset.
11:00
Speaker 1
When I look at the bottom of the Linksys, it basically... it has a Wi-Fi name. But we changed that. And then the Wi-Fi password, we changed that. So... but when I put the Wi-Fi, you know, the... where would I find the... a password to... what password are you saying I have to look for now? Yes. [pause] No, I know I know what the what... I know what the Wi-Fi password is. Like it's not that I don't know what that is. But but I can't access my... when it it tells me to act when I'm on that that website that you gave me, it's 192. It says access router. I type in it says the router password.
12:00
Speaker 2
Yeah. Okay, hold on. right now, are you working on the computer that is already, that has internet access? Okay. Yeah, you can also find the Wi-Fi passwords there by going into the Wi-Fi properties on that computer. Is your computer running on Windows operating system?
12:00
Speaker 1
So, yes. It's definitely, it's definitely, the password is definitely not incorrect. I can tell you, this, because when I, when I go into my, my phone and I hit forget network, and then I signed back into my phone and use the password, it works. So, Yeah, like, yes. So, yes, and it works.
13:00
Speaker 2
Yes, I understand. It's not accepting the router password. Again, the default router password is admin, but if you happen to change that password, we have no other choice but to reset your router to factory defaults. And right now, your main concern is um, some of your devices are not connecting to the wireless network. So, it could be that the Wi-Fi password is incorrect. So, the the only way to that's the password you you you you you type on your network. Okay. All right. Then
13:00
Speaker 1
it just it just for the for the other the for all the other devices it just says incorrect password but it's literally the Password then we type in on the other devices that work. Okay, how do you do that? Okay. Okay.
14:00
Speaker 2
What is the error message that you're getting when you try to connect to your ring camera? [silence] Well, if that is the case, sir, there's a need for us to check on the router settings, okay? Probably there's a need for us to adjust the security level on your router. Um could be because this is a dual band router, uh could be that the ring camera is connecting to the 5 GHz network and it uh it doesn't support 5 GHz, so there's a lot to consider on this one. So, we really need to check on the router settings for that. And right now, since you're unable to access the router, sir, um we have no other choice but to reset your router to factory defaults. And yeah. And I'm so
14:00
Speaker 1
[silence] [silence] Okay. Okay. All right, no problem. Okay, no problem. All right, thank you. Okay. Okay. Okay.
15:00
Speaker 2
Sorry, because I won't be able to walk you through the process because again, the router is already out of warranty. It's no longer covered for free technical support. But you can always, you can always go to our website, sir, whicht is support.linksys.com. You will find articles there on how to reconfigure the router. Okay? All right then. Thank you for your time, sir. This is Ebi from Linksys. You have a great day.
15:00